SKILLS AND EXPERIENCE

You will have strong interpersonal and negotiation skills and combine strategic leadership with hands-on management to ensure best-in-class service delivery, operational efficiency, and strong commercial outcomes.

• Proven experience in team management and leadership roles.
• Strong background in client relationship management.
• Demonstrated success in improving service performance and driving operational outcomes.
• Excellent communication, analytical, and problem-solving skills.
• Proficiency in budgeting, forecasting, and contract management.
• Strategic thinker with a hands-on approach.
• Demonstrates initiative by proactively identifying opportunities to enhance efficiency and streamline existing processes.
• Financial acumen, including understanding of margins, freight costs, and commercial contracts.

Are Media is committed to a diverse, respectful, collaborative & inclusive workplace. We know & value the success this brings for everyone and we welcome & encourage applications from diverse backgrounds. When you apply, please let us know of any reasonable adjustments you may need during the interview process.

ABOUT THE ROLE:

We are seeking a dynamic and experienced Head of Client Services – Australia to lead our Client Relationship Managers for local clients and the Contact Centre Supervisor. Reporting directly to the General Manager and forming part of the senior leadership team, this role is pivotal in driving exceptional client outcomes, service delivery excellence, and commercial growth.
You’ll combine strategic leadership with hands-on team management, ensuring high-performance delivery across client accounts and customer touchpoints. With your expertise, you will support Are Direct’s financial objectives, shape our client service strategy, and lead a culture of collaboration and development.

DUTIES

• Lead and mentor the Client Relationship Managers and Contact Centre Supervisor, supporting team development and performance.
• Manage strategic relationships with publisher clients, internal stakeholders, and retail customers.
• Oversee client service operations to ensure service levels, quality, and efficiency are consistently achieved.
• Develop and deliver on operational account plans, including contract renewals and performance metrics.
• Identify opportunities for continuous improvement and simplification of service processes.
• Lead the budget planning and forecasting process for distribution revenue.
• Coordinate and manage internal reporting, client and internal updates, and client conference.
• Drive performance against key metrics in the contact centre including service level, first contact resolution, average handling time, and customer satisfaction.